General Discussion

Hi,Can anyone assist me with how to raise a Complaint. Do we do this via the docusign customer support portal.We have been advised by a member of docusign that there is no procedure but we find this hard to believe.The complaint we wish to make is against docusign themselves and a mis-sold contract.If anyone can assist us that would be appreciated. 

Hello DocuSign Community,I am looking for clarification regarding supported digital certificates for Brazil (ICP-Brasil), specifically cloud-based certificates where the private key is not stored locally on the signer’s machine. I use an ICP-Brasil e-CPF cloud certificate, managed by a certified Trust Service Provider (TSP). The certificate is not installed in the Windows Certificate Store and is not exposed via PKCS#11 or CSP locally. The signing process works as follows: The user selects “cloud certificate” A local application is launched The signer authenticates using QR Code + 2FA (mobile approval) The cryptographic signing operation occurs remotely (HSM / remote key signing) This certificate works correctly on: Government portals Other Brazilian signing platforms

When a user leaves our company we transferer their envelopes using the “Transfer now” button before closing the user’s account. Occasionally an admin will start several of these transfers at once or get distracted while the envelopes are being transferred. The issue is they cannot tell which transfers are complete and have to check each user to see if they still have envelopes before closing out the record. How can the view whose envelopes were transferred? The “Action” button only shows who the envelops were transferred to, not who they belonged to initially.  

I received email from Docusign Community - via h******@*********.com .  Just confirming if is is phishing or legitimate email. 

Anyone know how to get this from Docusign? The SEC requires vendors of broker dealers provide this attestation that says they will provide notification within 72 hours  if DocuSign has a cybersecurity incident.

I was working in different organization, I did the docusign course and appeared for exam, i passed the exam and got the certificate. Now, I am working in a different organization. so, do not have that certificate anymore. How to get that certificate ?

Dear DocuSign Support Team,I am trying to contact you regarding an invoice issue, but I am currently unable to log in to the DocuSign Support page. Each time I attempt to sign in, I receive the following message:"Having trouble logging in?If you signed up for a Free or Trial account, chat with us to let us know you need access.If you just purchased a DocuSign plan, please wait about 30 minutes for your account to be set up. Ensure you activate your account before trying to log in."My account should already be active, and I recently purchased a DocuSign plan. I can log in and access all features of my account without any issues, but this support-login problem prevents me from accessing the support options.I urgently need assistance because the invoice I received contains incorrect and incomplete company information and cannot be used for accounting purposes. I require a corrected invoice with the proper company

Hi everyone, for the email that went out from Docusign with the title “Docusign Transactions Moving to Microsoft Azure, Action May be Required”, should the IP and domain allowlisting be done in Salesforce or is this done at the network level? I’m trying to understand if I should update our Setup > Network Access (IP ranges) and Setup > Trusted URLs (domains) in Salesforce or if this needs to be done by someone else in our IT department. Thanks so much!

Hi everyone, do I need to actively cancel my free trial subscription, or does it expire automatically after 30 days? Thank you so much for your help!

Hi DocuSign Team,Like many on here, I am unable to create a developer account as it fails to send the verification code. I am also unable to create a support ticket because it throws an “Unable to log in” error on selecting the service I’d like to log into. This happens before I’ve actually entered log in details.I am also unable to select anything other than “I can’t log in” from the “More support options” > “I can’t access my account” drop down, which does not provide a text box to enter my details. If you could enter a support ticket for me, or DM me a contact email  or similar, that would be great. Cheers

Hi everyone—I’m Deepti Gangwani, the product lead for reporting & agreement intelligence at Docusign.We’d love your feedback on the Navigator Weekly Insights emails. These emails aim to surface actionable insights tailored to your account to help you stay on top of usage trends and opportunities. Your feedback will help us refine the content, format, and value of these emails going forward. What we’d love to learnFeel free to share your thoughts in the comments on any of the following:Which parts feel most useful (or not useful) What you wish these emails did differently or better  Any other insights you’d like to see in these

I had a question about my plan and billing as I have paid too much, and was connected with someone via live chat.The person was rude, sarcastic and did not resolve my issue. They then proceeded to “pretend” we got disconnected and abruptly ended the chat. Please see screen shots.  

Signed a document last year and I forgot to save it. I can't seem to find it in my account. Please help. 

I have my own DocuSign account. In addition, I can use an approver’s secondary email address (let’s call it “email address A” for convenience), which I received for this process. The approver also has a primary email address (email address B) linked to his DocuSign account.Currently, I am executing DocuSign using email address A and would like to create a guest account for it, but I’m unable to do so. As a result, I cannot set the correct time zone for email address A.Do you think that if email address A were properly registered with DocuSign, I would be able to set its time zone?Email address A does not have its own DocuSign account. However, it appears in the DocuSign template, so any document that uses this template is automatically sent to email address A.

I would like to inquire about the cause of and follow-up actions regarding the DIRCA-2498 incident that occurred last April.The status is indicated only as 'Resolved' below, with no mention of the cause. I would appreciate it if you could inform me of how the follow-up actions proceeded.Thanks.  

Hi, I’ve completed a signed agreement and have received email notification to retrieve my completed document from my lawyer.  I’m a “free” (unpaid) user of docsign while I’ve contracted with an organization that uses the service.  I have used the same email I used to view, review and sign the document and then access my account gain access to the completed document.  When I log in (after confirming access), the “Welcome back” page is presented with NO Agreement visible for me to download.  Reviewing all COMPLETED documents, there are none in my account.  I have NO Envelopes sent, NO Envelopes in my Inbox.   Nothing there.   This was all on FireFox.  I ran the same scenario on Chrome.  Alternatively, I tried the “Alternate Signing Method” which I processed on both FireFox and Chrome and got the same results. I’m here because I can’t get any support.  I tried to access 

I need some support with something in my account but every time I try to contact support it says that those options are only available to paid users, which I am! I am just going round and round in circles. How can I report the fact that I can’t access DocuSign support as it is saying I am not a paid user (which I am) when I can’t access it!

 Hello, I’ve got 3 days left in my docusign trial, and am trying to proceed with purchase. I hit the “we’re having trouble processing this request, and there’s “unknown error” in the logs. Best,Elias 

When adding signature fields to a document since yesterday, the menus stay in place when scrolling. This then means that when you scroll to the bottom of the document, the UI all stays at the top, making it difficult and tedious to add signature fields to the document. Is there any way to resolve this on our end?

I am creating a template and accidentally added an extra text field.  I don’t have an option to delete the field, nor does highlighting the field and pressing delete work.  How do I remove this extra field?

My documents keep coming back signed as the business name instead of the authorized signer.  The recipient said that the business name is showing up.  How do I make sure the correct name is showing up for them to sign?

Automating using Verification Type : access code is working fineVerification Type : ID Verification and Phone Authentication is not taking the value provided via power automate cloud flows.I am using the add verification type to a recipient(v2) action using the DocuSign Connector.Please find following steps:Create envelope - working Add documents to envelope - working Add recipient details to envelope - working Add verification type to the recipient - working for Verification Type set as Access code and None but not working for Phone Authentication and ID Verification. Asking for workflow ID- which I passed blank value , does throw any error but doesn't write the value in docusign application Kindly suggest what when wrong.